Status: Closed
Completion Date: 09/30/2023

Quarterly Update:
1st Quarter: The Taxpayer Advocate Service (TAS) continued working on activities to adopt emerging options for digital interactions with customers to reduce burden and gain efficiencies. These include drafting a plan to test a variation on the Documentation Upload Tool (DUT) that adds the ability for Taxpayer Facing Employees (TPFE) to generate a unique code to give to customers. The team plans to implement the test in a limited number of TAS offices in time for the filing season. Also, we are developing a project related to digitized forms starting with the Form 911, Request for Taxpayer Advocate Assistance (And Application for Taxpayer Assistance order). Further, the TAS request for IRS to publish the new TAS Virtual Assistant (VA) was completed by the vendor on December 2, 2022. Additionally, TAS’ partnered with IRS’ Online Services function to present technology options to other TAS executives as part of the planning for service improvements. The functions then held a strategic planning meetings and will collaborate in the second quarter for potential adoption of interactive chat.

In the second quarter, TAS will evaluate the benefit of the possible secure, two-way communications with taxpayers capability over other options such as encrypted e-mail attachments and DUT. The digital communication project has several priorities absorbing their capacity for new work, including integration with Online Accounts, followed by integration with Enterprise Case Management, and Taxpayer Journey Mapping. Lastly, funding for the Case Status Advisor position is still pending.

2nd Quarter: TAS continued to adopt emerging options for digital interactions with customers to reduce burden and gain efficiencies through several activities during the second quarter of 2023 including evaluating options for electronic communications with taxpayers, including increased adoption of the Documentation Upload Tool (DUT) and the variant DUT for Taxpayer Facing Employees (TPFE), IRS approved funding for updates to the Systemic Advocacy Management System (SAMS) to better align SAMS workflows with large increases in submissions of concerns or recommendations for IRS process and policy issues, met with Online Accounts and TDC to identify processes for business case submission and prioritization, completed its analysis of the intake process and delivered its initial recommendations to the NTA and other TAS senior leadership, and published a Virtual Assistant (VA) on the Taxpayer Advocate website.

The VA is designed to help taxpayers apply TAS case acceptance criteria in a user-friendly series of questions. More than 8,000 customers navigated through a chat and reached a knowledge article. Additional enhancements, such as interactive chat, are pending additional analysis of the business need and opportunities and the role of live agent interactions with the chat feature remain pending TAS evaluation of the role of Intake in future telephone operations.

3rd Quarter: During the third quarter, TAS closed the Document Upload Tool (DUT) pilot and formally implemented DUT for all offices and for use with all cases, including as a tool for collecting documentation during case intake. We continued to improve our case acceptance process by collecting and evaluating data for the evaluation of the chatbot we implemented in the second quarter and analysis of Intake operations is being finalized, with results to inform further efforts on the use of unauthenticated live chat for case intake.

We continued our collaboration with the Enterprise Case Management (ECM) office to modernize system capabilities and noted that TAS processes are not listed among ECM deliverables identified through FY2025. However, we will continue to monitor ECM for opportunities to use additional features such as, for example, the Return Case tax return utility or the Tax Calculators may be made available for general use and benefit. Further, we are participating in Taxpayer Digital Communication (TDC) pre-planning for a Secure Messaging option for TAS cases, anticipating work to begin in FY2024. TAS also began plans for expanding the topics addressed on our non-authenticated bot.

Funding for development of a “Where’s My Case” status tracker for TAS cases to allow taxpayers to receive information on their cases was denied and we are tabling our work until new funding or technology alternatives become available.

4th Quarter: During the fourth quarter, the Taxpayer Advocate Service (TAS) deployed the TAS Virtual Assistant and continued to explore areas to expand content and functionality. We will continue to assess options for expansion based on available information and business readiness as necessary.

This objective is closed.

Status: Open
Expected Completion Date: 03/31/2024

Quarterly Update:
1st Quarter: The Taxpayer Advocate Service (TAS) continued upgrading our Service Level Agreements (SLAs) by Negotiating a new Internal Revenue Manual (IRM) entry with Appeals and completing the annual IRM renegotiations with other IRS functions. Also, the Treasury Inspector General for Tax Administration (TIGTA) agreed to the closure of Planned Corrective Action TIGTA 2007-10-068 3-1-1 which confirmed the IRS had centralized Operations Assistance Request (OAR) routing to the extent possible as reflected in their SLA.

2nd Quarter: TAS continues to review our Service Level Agreements (SLAs) and plans to continue our work with IRS to create new sections of the Internal Revenue Manual (IRM) with the IRS’ Business Operating Divisions (BODs). We are continuing our negotiations with IRS’ Deputy Commissioner or Services and Enforcement (DCSE) involving our IRM on the Taxpayer Assistance Orders (TAOs) and plan to wait until the negotiations are complete before negotiating with them regarding the SLAs.

3rd Quarter: TAS plans to begin negotiations with SB/SE regarding their Service Level Agreements (SLAs) Internal Revenue Manuals (IRMs) in the 4th quarter. We now have the points of contact in SB/SE for those discussions. Once work with SB/SE is completed we will initial negotiations with LB&I.

4th Quarter: The Taxpayer Advocate Service (TAS) is currently negotiating with Small Business/Self Employed (SBSE) regarding the Service Level Agreement (SLA) Internal Revenue Manual (IRM) updates. Once completed we will initial negotiations with Large Business and International (LB&I).

This objective will continue in Fiscal Year 2024.

Status: Closed
Completion Date: 09/30/2023

Quarterly Update:
1st Quarter: The Taxpayer Advocate Service (TAS) encouraged the IRS to develop secure digital communication tools for taxpayers during the first quarter of Fiscal Year (FY) 2023. This included the initial TAS Virtual Assistant. It was successfully deployed and will be in place for public use immediately after the end of the quarter. This guided help chat-bot will provide taxpayers with a self-service evaluation of their readiness for a TAS case and a guided path to other IRS and TAS resources. TAS is exploring options to expand virtual assistance into interactive chat or phone chat. Also, digitization and electronic processing of the Form 911, Request for Taxpayer Advocate Service Assistance (And Application for Taxpayer Assistance order), will increase the efficiency of TAS case intake processes. TAS is collaborating with enterprise projects to capture more taxpayer submissions in a digital format.

2nd Quarter: The Taxpayer Advocate Service has worked with the IRS to expand the process for allowing taxpayers with an Individual Taxpayer Identification Number (ITIN) the ability to authenticate themselves through ID.me. In December 2022, the IRS started accepting ITIN credentials from ID.me, allowing ITIN holders access to the IRS Secure Access Digital Identity (SADI) protected applications. As part of this change, the IRS has expanded on their allowable proof of ownerships documents, which now includes either a bank statement or Computer Paragraph (CP) 565, Assignment Notice. TAS will continue to work with the IRS to improve the processes available to taxpayers outside the United States. More information can be found on the ID.ME website: “What if I don’t live in the United States”.

3rd Quarter: On May 21, IRS deployed new Chat features for SB/SE and Individual Online Accounts. The IRS Direct File project also consulted with TAS regarding our Chatbot development experience. TAS met with IRS Taxpayer Digital Communication staff in pre-planning for a Secure Messaging option for TAS cases, anticipating work to begin in FY 2024.

4th Quarter: The Taxpayer Advocate Service (TAS) worked with the IRS to expand the process for allowing taxpayers with an Individual Taxpayer Identification Numbers (ITIN) the ability to authenticate themselves through ID.me. In December 2022, the IRS started accepting ITIN credentials from ID.me, allowing ITIN holders access to the IRS Secure Access Digital Identity (SADI) protected applications. As part of this change, the IRS has expanded on their allowable proof of ownerships documents, which now includes either a bank statement or Computer Paragraph (CP) notice 565, Individual Taxpayer Identification Number Assigned, Active/Inactive or Renewed. Using your ITIN to verify – ID.me Help Center explains how to verify ITIN with ID.me by providing either a bank statement or CP565.

This objective is closed.

Status: Open
Expected Completion Date: 12/31/2023

Quarterly Update:
1st Quarter: The Taxpayer Advocate Service (TAS) continued to review taxpayer needs during the first quarter of Fiscal Year (FY) 2023 by developing a list of IRS notices, including information regarding whether a response is not necessary, is required, or is optional. We also issued a report from our IRS Tax Forum focus groups with preparers discussing their experiences, as well as the experiences of their clients, with using the IRS Online Account.

2nd Quarter: TAS continues to research taxpayers’ needs and preferences for establishing online accounts with the IRS and authenticating secure access to those accounts through multiple activities including, quantifying the number of notices mailed out to determine the reasons for non-response and preparing screener and moderator guides for taxpayer interviews, as well as to prepare the necessary documentation for Office of Management and Budget approval documents to conduct the taxpayer interviews.

3rd Quarter: TAS completed quantification of the volumes of notices and letters mailed by the IRS in fiscal year 2022. We are currently partnering with IRS Research, Applied Analytics and Statistics to obtain the estimated response rates to these IRS mailings. Also, we completed the discussion guide for interviews with taxpayers about their needs and preferences for an online account as well as what identity authentication requirements they could meet. Lastly, we secured IRS Privacy Office approval to conduct the interviews and have submitted an approval package to the Office of Management and Budget. However, delays in obtaining IRS Privacy Office and Office of Management and Budget approval have delayed completion of this activity until the fourth quarter of fiscal year 2023.

4th Quarter: During the fourth quarter, the Taxpayer Advocate Service (TAS) completed developing a list of notices and letters with high non-response rates by obtaining the response rates for all notices where the IRS has appropriate data to determine the percentage.

Also, TAS’ vendor has completed about half of the interviews with taxpayers about their needs and preferences for the IRS online account as required by their contract with TAS. However, the start of the interviews were postponed because of delays in the background check process for the vendor. Because of these delays, IRS Procurement has extended the contract until the end of calendar year 2023.

This objective will continue in Fiscal Year 2024.

Status: Closed
Completion Date: 09/30/2023

Quarterly Update:
1st Quarter: During the first quarter of Fiscal Year (FY) 2023, the Taxpayer Advocate Service (TAS) worked on developing and implementing a plan to improve the efficiency of case processing as identified in the FY 2022 Lean Six Sigma evaluation. This plan is being developed by our internal functions and we are continuing to identify case processing efficiencies. Further, we are making certain taxpayer issues are resolved efficiently by forming a diverse team to test the new Enterprise Case Management (ECM) system and provide recommendations for improvements.

2nd Quarter: TAS evaluated the Taxpayer Advocate Management Information System (TAMIS), casework processes, and current technologies to identify existing technologies TAS may easily and cost-effectively integrate to improve case processing efficiencies and employees’ and taxpayers’ experience.

3rd Quarter: We are in the process of permanently adopting several efficiencies the lean six sigma team identified to improve case processing. Also, IRS approved TAS to be included in Enterprise Case Management (ECM) in 2026. We will form a team to test ECM once available but in the interim, we have identified a project manager to assess Taxpayer Advocate Management Information System (TAMIS), study available Information Technology (IT) products, and identify recommendations regarding opportunities to reduce administrative burdens and corporate inefficiencies.

4th Quarter: During the fourth quarter, the Taxpayer Advocate Service (TAS) permanently adopted several efficiencies to case processing via Interim Guidance Memorandums (IGMs) and Internal Revenue Manual (IRM) changes. Also, we partnered with the IRS Transformation and Strategy Office (TSO) to develop an alternative solution, in conjunction with Enterprise Case Management (ECM), to be kicked off in October 2023.

This objective is closed.

Status: Closed
Completion Date: 12/31/2022

Quarterly Update:
1st Quarter: The Taxpayer Advocate Service (TAS) continues to work with IRS to explore new scanning technologies that will assist in processing returns. The National Taxpayer Advocate plans to include three Most Serious Problems (MSP), Processing Delays, E-File and Free File, and Online Access for Taxpayers and Tax Professionals, in her Annual Report to Congress (ARC) to highlight the issues for taxpayers and inform congress on the concerns. TAS will track the progress of the recommendations through our internal systems and continue to work with IRS to implement actions to help in better processing of paper filed tax returns. Further, in the coming quarters, TAS will create a team to analyze the Systemic Advocacy Management System (SAMS) to identify obstacles for achieving widespread participation in using IRS digital services offered by the IRS. We plan to conduct focus groups at IRS forums with tax practitioners to identify the online needs for them and their clients.

Status: Open
Expected Completion Date: 03/31/2024

Quarterly Update:
1st Quarter: In the coming quarters, TAS will create a team to analyze the Systemic Advocacy Management System (SAMS) to identify obstacles for achieving widespread participation in using IRS digital services offered by the IRS and we will conduct focus groups at IRS forums with tax practitioners to identify the online needs for them and their clients.

2nd Quarter: TAS’ Digital Services Team, which is comprised of Systemic Advocacy Analysts with program areas in Exam, Collection and Submission Processing, continues to discuss SAMS issues and other technology initiatives in various program areas to identify hurdles impacting taxpayers ability to use digital services offered by the IRS.  We plan to continue to search for opportunities to address obstacles and advocate for improved digital services for all taxpayers..

3rd Quarter: Through the TAS Digital Services team, we identified issues with the process for taxpayers to verify return information for refund hold accounts after they completed the ID.me authentication process. TAS worked with IRS to improve the guidance provided to these taxpayers advising them of the return verification process required after completing the identity verification process. IRS updated IRS.gov to improve the guidance based on TAS recommendations and ID.me improved the email message sent to taxpayers who completed the ID verification process, also based on TAS recommendations.

4th Quarter: During the fourth quarter, the Taxpayer Advocate Service (TAS) interacted with business taxpayers to better understand their needs during five national IRS Tax Forums in the case resolution room, booth, speakers corner, and the sessions on ‘Advocating for Taxpayers Working with the IRS in a Digital World’.

This objective will continue in Fiscal Year 2024.

Status: Open
Expected Completion Date: 12/31/2023

Quarterly Update:
1st Quarter: The Taxpayer Advocate Service (TAS) has continued to work with IRS on this objective. We are continuing our collaboration with them to quantify unauthorized accesses in online accounts during the second quarter of Fiscal Year (FY) 2023. Further, we issued a report from the IRS Tax Forum focus groups with preparers discussing their experiences, as well as the experiences of their clients, with using the IRS Online Account.

2nd Quarter: TAS continues to work to quantify unauthorized access in online accounts and will continue our research throughout fiscal year 2023. Further, we are preparing a screener and moderator guide for taxpayer interviews, as well as creating necessary documentation for Office of Management and Budget approval to conduct the taxpayer interviews.

3rd Quarter: TAS continued to quantify unauthorized accesses in the online accounts of the taxing authorities of states or other nations or the online accounts of various financial institutions. During the third quarter, we completed an extensive search and documented various breaches and learned the Office of Disclosure requires states to report this information to them. Also, we continued to determine what online account features and capabilities U.S. taxpayers want to access.

4th Quarter: During the fourth quarter, the Taxpayer Advocate Service’s (TAS) vendor has completed about half of the interviews with taxpayers about their needs and preferences for the IRS online account as required by their contract with the Taxpayer Advocate Service. However, the start of the interviews were postponed because of delays in the background check process for the vendor. Because of these delays, IRS Procurement has extended the contract until the end of calendar year 2023.

This objective will continue in Fiscal Year 2024.